Account Manager

Zen Internet Ltd; Rochdale; Hybrid; GBP 35,000 - 55,000; Full time

Benefits offered by this job

2 x Life Assurance Cover

25 days Annual leave

Private Medical Healthcare

Flexible and Hybrid working

Free onsite parking

Job summary

Zen Internet Ltd is seeking an Account Manager to manage a portfolio of customer accounts, focusing on engagement, retention, and revenue growth through a service-led sales approach. All client interactions occur virtually via telephone and video conferencing, making strong communication essential.

You will build long-term relationships with decision makers, understand client objectives, and recommend tailored solutions to deliver value.

Qualifications

• Proven experience in account management or a similar client-facing sales role.
• Demonstrable track record of client retention and revenue growth within a portfolio.
• Experience in service-led, consultative, or solution-selling environments.
• Excellent verbal and written communication skills, with a confident and professional t

Responsibilities

• Proactively manage and engage with a defined portfolio of accounts via virtual meetings and telephone.
• Build trusted relationships with key decision makers and influencers at all levels within client organisations.
• Maintain regular, scheduled contact with clients to understand their evolving business needs and challenges.
• Position yourself as a strategic partner and trusted adviser, rather than a transactional supplier.
• Develop an in-depth understanding of each client's business, objectives, and sector.
• Monitor account health and proactively identify at-risk accounts before issues escal.
• Develop and execute retention strategies to protect existing revenue and client relationships.
• Manage contract renewals effectively, ensuring high retention rates across the portfolio.
• Resolve client concerns promptly and professionally, co-ordinating with internal teams where required.

Skills

Account management

Client relationships

Sales

Communication

CRM systems

Tools

CRM software

Job description

Here at Zen your gender, race, ethnicity, neurodiversity, disability, sexuality, sub culture, size, introversion, extraversion, family background and everything else that shapes you does matter to us. Because they matter to you and are part of who you are.We're interested in you as an individual and here you'll find opportunities to develop, be recognised and hopefully enjoy yourself along the way. So don't hold back, there is a warm welcome for everyone at Zen and we look forward to meeting you.We are always happy for you to enquire about part-time, flexible working or reasonable adjustments, and we will support wherever possible. So please feel free to discuss your preferences as part of the recruitment process.If you wish to find out more or discuss any details you're not sure about, feel free to get in touch by calling 01706 902 275 or if you prefer to send an email, you can to and we will get back to you as soon as possible.

Job Purpose

The Account Manager is responsible for managing a portfolio of customer accounts, with a focus on client engagement, retention, and revenue growth through a service-led sales approach. All client interaction is conducted virtually via telephone, Microsoft Teams, Zoom, and email, making strong communication skills and a professional virtual presence essential to the role.

Acting as a trusted adviser, the Account Manager builds long-term relationships with key decision makers and influencers, develops a deep understanding of each client's business and objectives, and recommends tailored solutions that deliver genuine value. The role requires a proactive, commercially aware individual who can balance relationship management with a consistent drive for growth and retention.

In addition to managing an existing account base, the Account Manager is expected to identify new business opportunities through referrals, internally provided leads, and virtual networking, contributing to the growth of the wider sales team.

Key Responsibilities

1. Client Engagement & Relationship Management

• Proactively manage and engage with a defined portfolio of accounts via virtual meetings and telephone
• Build trusted relationships with key decision makers and influencers at all levels within client organisations
• Maintain regular, scheduled contact with clients to understand their evolving business needs and challenges
• Position yourself as a strategic partner and trusted adviser, rather than a transactional supplier
• Develop an in-depth understanding of each client's business, objectives, and sector

2. Retention & Account Health

• Monitor account health and proactively identify at-risk accounts before issues escal
• Develop and execute retention strategies to protect existing revenue and client relationships
• Manage contract renewals effectively, ensuring high retention rates across the portfolio
• Resolve client concerns promptly and professionally, co-ordinating with internal teams where required
• Produce monthly forecasts covering retention of existing business and new business opportunities

3. Revenue Growth & Service-Led Sales

• Identify and close cross-sell and upsell opportunities that are genuinely aligned to client needs
• Lead with service and client outcomes, tailoring solutions rather than pushing standard products
• Identify whitespace opportunities within existing accounts and develop plans to capture them
• Present clear, commercially compelling proposals that are aligned to client objectives and budgets
• Build and maintain a strong, well-qualified business pipeline
• Ensure best practice in account planning and solution-fitting to client requirements

4. New Business Development

• Generate referrals from existing clients and contacts to open doors to new customers
• Participate in webinars, virtual events, and online seminars to network and grow pipeline

5. Strategic Planning & Market Intelligence

• Take personal responsibility for building and maintaining knowledge of industry trends and the competitive landscape
• Gather competitor intelligence on products, pricing, and performance from both internal teams and direct market activity
• Continuously refine and improve your sales approach and pitch based on market findings
• Feed market intelligence back to the wider business to inform product and commercial decisions

6. CRM, Pipeline & Reporting

• Maintain accurate and up-to-date CRM records at all times, capturing account activity, conversations, and next steps
• Report on activity, pipeline, and forecast to the Business Sales Manager
• Track and report on KPIs including engagement activity, retention performance, and revenue growth
• Ensure accurate forecasting of both retention and new business, working to agreed pipeline and forecasting structures

Person Specification

Essential Skills & Experience

• Proven experience in account management or a similar client-facing sales role
• Demonstrable track record of client retention and revenue growth within a portfolio
• Experience in service-led, consultative, or solution-selling environments
• Excellent verbal and written communication skills, with a confident and professional t

Benefits

• 2 x Life Assurance Cover, with option to flex upwards
• 25 days Annual leave, rising to 30 days with length of service, with the option to purchase up to 5 more.
• Access to private Medical Healthcare and a Healthcare Cash Plan
• An extra day off for your birthday
• Car salary sacrifice scheme
• Continuous learning and development
• Discounted Mobile plans
• Flexible and Hybrid working
• Free onsite parking
• Internal coaching and mentoring opportunities
• Onsite Contemplation and Prayer room
• Onsite Electric Car Charging points
• Optional flexible critical illness cover
• People-friendly policies
• Recognition awards where we celebrate the most awesome people
• Retail discounts
• Salary sacrifice Pension- minimum of 3% Employee contributions for a 5% Employer contribution
• Six monthly salary reviews
• Subsidised Nursery fees
• Subsidised Onsite Restaurant
• Superfast Free Reliable Broadband
• Travel Loan and Ride2Work Schemes
• Two days' paid leave per year for voluntary work